Guest Services Manager

Mcr-Hotels; New York (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

The Sheraton Times Square hotel is seeking a Guest Services Manager to lead the Front Desk team and elevate guest experiences in a fast-paced New York environment. You will guide frontline staff, uphold service standards, and drive guest satisfaction across shifts.

Reporting to hotel leadership, you will partner with Housekeeping, Engineering and other departments to ensure smooth operations and consistently memorable stays for guests.

Responsibilities

• Manage Front Desk operations and team members
• Lead guest experience initiatives and oversee elevated service delivery
• Handle guest feedback, complaints, and service recovery to protect satisfaction
• Coordinate with Housekeeping, Engineering, Security and other departments to resolve guest-impacting issues

Job description

The Sheraton Times Square

Guest Services Manager

The Guest Services Manager will be responsible for the management of all Front Desk functions and team members, while additionally leading guest experience initiatives and overseeing elevated service delivery during high-impact operational periods. This role directs, implements, and maintains a service and management philosophy that serves as a guide to respective team members.

Responsibilities

• Encourage and build mutual trust, respect, and cooperation among team members


• Develop specific goals and plans to prioritize, organize, and accomplish work


• Handle complaints, settle disputes, and resolve grievances and conflicts


• Participate in department meetings and continually communicate a clear and consistent message regarding Front Office and Guest Services goals to produce desired results


• Observe staffing levels to ensure that guest service, operational needs, and financial objectives are met


• Support and train team members on adherence to all credit policies and procedures to reduce bad debts and rebates


• Promote same day selling procedures to maximize room revenue and occupancy


• Understand the impact of Front Office operations and guest experience initiatives on the overall hotel success


• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed


• Encourage team members to provide excellent customer service within guidelines


• Interact with guests to obtain feedback on product quality and service levels


• Identify the developmental needs of team members and coach, mentor, or otherwise help others improve their knowledge or skills


• Utilize interpersonal and communication skills to lead, influence, and encourage others


• Advocate sound financial and business decision making


• Demonstrate honesty and integrity, leading by example


• Establish and maintain open, collaborative relationships with team members


• Ensure recognition of team members is taking place across areas of responsibility


• Lead guest service initiatives to enhance the overall guest experience, service delivery, and guest satisfaction


• Serve as the primary point of escalation for complex guest concerns, service recovery situations, and operational challenges requiring immediate resolution


• Partner with Housekeeping, Engineering, Security, and other hotel departments to proactively resolve guest-impacting operational issues


• Maintain strong visibility in guest-facing areas during high-volume periods to ensure service standards and guest engagement are upheld


• Support VIP arrivals, special accommodations, group movements, and other high-touch guest service operations


• Lead guest recovery efforts and make service-related decisions to protect guest satisfaction and brand loyalty


• Monitor guest feedback trends and identify opportunities for service improvement and operational enhancements


• Assist in maintaining brand service standards, guest experience expectations, and operational consistency across shifts


• Establish and maintain open, collaborative relationships with team members


• Ensure recognition of team members is taking place across areas of responsibility


• Lead guest service initiatives to enhance the overall guest experience, service delivery, and guest satisfaction


• Serve as the primary point of escalation for complex guest concerns, service recovery situations, and operational challenges requiring immediate resolution


• Partner with Housekeeping, Engineering, Security, and other hotel departments to proactively resolve guest-impacting operational issues


• Maintain strong visibility in guest-facing areas during high-volume periods to ensure service standards and guest engagement are upheld


• Support VIP arrivals, special accommodations, group movements, and other high-touch guest service operations


• Lead guest recovery efforts and make service-related decisions to protect guest satisfaction and brand loyalty


• Monitor guest feedback trends and identify opportunities for service improvement and operational enhancements


• Assist in maintaining brand service standards, guest experience expectations, and operational consistency across shifts